Workflow Action: Update Conversation AI Bot and Status

What This Workflow Action Does

The Update Conversation AI Bot and Status action lets you:

• Assign a specific bot to a contact (or keep the current assignment).
• Set the bot status to Active or Inactive.
• Optionally re-activate a bot automatically after a chosen time period.

Step-by-Step Setup

1. Go to Automation → Workflows and open (or create) a workflow.
2. Click + to add a new action step.
3. Search for Update Conversation AI Bot and Status and select it.
4. Select the bot you want to assign (or choose Keep Same if you only want to change status).
5. Choose the status: set to Active or Inactive.
6. If you set it to Inactive, configure a reactivation window:
   • Reactivation Time: Example: 24
   • Reactivation Unit: Minutes / Hours / Days
7. Save your workflow and test it using the same channel your contacts will use (SMS, Messenger, Live Chat, etc.).

Use Triggers to Assign Bots Dynamically

This action becomes powerful when paired with triggers + filters. Examples:

• Customer Replied (choose the channel, then assign a bot built for that channel)
• Form Submitted (tag the contact, then assign a “new lead” bot)
• Payment Received (assign an onboarding bot, then set status Active)

Channel-Specific Notes

• Bot channels must be enabled: If the bot isn’t enabled for the contact’s channel, the action won’t work as expected.
• Multiple channels: Use branching if you want to assign different bots for SMS vs Messenger vs Live Chat.
• Keep Same option: Useful when you only want to change status (pause/resume) without switching bots.

Real-World Use Cases

• Tag-based assignment: When a contact is tagged Call Booked, assign a booking-support bot.
• SMS engagement: On an SMS reply, assign an SMS-optimized bot and set it Active.
• Payment automation: After purchase, assign an onboarding bot and keep it Active for 7 days.
• Human handoff: When a contact requests a human, set the bot Inactive for 24 hours (then auto-reactivate).